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Standard User kasg
(committed) Wed 26-Jan-11 19:39:55
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Incorrect Billing Notification


[link to this post]
 
Pre-empting a possible flood of postings here:

Incorrect billing notifications (65521) - NEW

26/01/2011 @ 19:26

We are currently investigating reports of billing notifications being generated at higher than expected values.

Customers may receive a advance notice of Direct Debit, with a value upto double the expected monthly payment or double the value of the invoice generated on the Members Centre.

This is presently under investigation by our developers.

Kind Regards,

Phil Richardson
Customer Support


I received the service status email one minute after a direct debit notifcation that was just over double what I was expecting!

Kevin

Plusnet Extra
Using OpenDNS
ISP Representative bpullen
(isp) Wed 26-Jan-11 21:27:36
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Re: Incorrect Billing Notification


[re: kasg] [link to this post]
 
Also, see the thread here.

Bob Pullen
Plusnet Support Team

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http://twitter.com/plusnet

Edited by bpullen (Wed 26-Jan-11 21:28:53)

The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User Nick_Russell
(experienced) Thu 27-Jan-11 08:38:37
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Re: Incorrect Billing Notification


[re: bpullen] [link to this post]
 
Unfortunate timing to say the least with the Credit Card charge looming and the encouragement to move to DD !

Nick

Plusnet Plusnet Pro 21CN Netgear DGND3300v2 router
Windows XP Pro SP3


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Standard User kasg
(committed) Thu 27-Jan-11 10:26:29
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Re: Incorrect Billing Notification


[re: Nick_Russell] [link to this post]
 
In reply to a post by Nick_Russell:
Unfortunate timing to say the least with the Credit Card charge looming and the encouragement to move to DD !
Except it's the DD customers that won't be suffering:

Service: Other
Posted: Thu, Jan 27 2011 at 10:12:49
Subject: Incorrect billing notifications (65521) - UPDATE

This is an update to last night's announcement about a problem affecting our billing notification systems.

In the last update, we advised customers that no instructions had been sent to their banks requesting that any money is taken. Unfortunately, further investigation suggests that this is not true in all cases.

If you received one of these notices and you pay by credit/debit card then there's a possibility that we may have overbilled you. We're really sorry about this. Our developers are currently looking at deploying a script to apply refunds where this has happened. Any refunds will take a few working days to arrive back in customers' accounts.

If you received one of these emails and you pay by Direct Debit, then you needn't worry as you *won't* have been billed the inflated amount.

We'd like to apologise for the concern and inconvenience this problem has caused.

Another update will be provided this afternoon.

Kind regards,

Bob Pullen
Customer Support


Kevin

Plusnet Extra
Using OpenDNS
ISP Representative bpullen
(isp) Thu 27-Jan-11 10:29:12
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Re: Incorrect Billing Notification


[re: kasg] [link to this post]
 
Thanks for that Kevin, I was about to relay the same information to the thread myself! smile

Utmost apologies to any card payers that have actually been billed frown

The next Service Status update is due by 3pm this afternoon...

Bob Pullen
Plusnet Support Team

Service Status :: RSS :: Email
http://twitter.com/plusnet
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
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